Precious Pets Transport Services6661 Hickory Fork Road, Hayes, VA, US, 23072
Or call 888-240-7225 for more information.
Precious Pets is a professional door to door ground and air pet transport service. Licensed, Insured, and Bonded since 2004, they have become a leading name in safe, reliable pet transportation.
More than a year ago
Poor Communication and punctuality
I recently used Precious Pets Transport Services to transport a family pet from California to Alabama. While not warm, the customer service seemed professional. We were told that the trip would take from 4-6 days. Their policies clearly state that extra items cannot be transported with the pet. I provided 7 days worth of food and our dog's leash/collar. On the day of the pick-up, we were assured that we would be given daily updates on the trip's progress. The van seemed small and cramped, but I suppose that's what can be expected. The driver informed us that he would be taking a route from California through Colorado, Minnesota, Milwaukee, New York, New Jersey then down to Alabama. The driver assured us that the trip would safely take 4-6 days. This seemed like a long route to take, but they are the professionals. I trusted their expertise. The first two days went well. The driver contacted the receiving party daily to give updates on the trip. After that, no more contacts without us having to reach out for updates. It ended up taking 8 days for our pet to arrive in Alabama. No reason was given as to why it took so long. No apologies. Luckily, I sent our dog with enough food for 7 days. He didn't eat well during the transport (not unexpected) and arrived in Alabama with 1.5 days worth of food still in the ziplock bags I had prepared. Upon drop-off, the driver refused to leave my pet's health certificate with him. This seemed odd to me. The health certificate is valid for 30 days and belongs to the individual pet(s) it certifies.
I waited two days for them to contact me regarding the prolonged travel time or even to say a simple 'thank you for your business'. Nothing. During those two days, I reached out to the USDA, the government agency that regulates interstate transport of live animals. The USDA agent stated in an email that "The health certificate should accompany the animal. This document is generally purchased by the owner, as such you should have a copy or the original. Please contact your pet transport company and request your certificate or a copy."
I wrote Precious Pets Transport Service after two days. I expressed my concern that my pet's transport took 125-200% the agreed upon without any explanation provided. Linda apologized for the prolonged travel time and cited weather as the cause for the delay. She also confirmed my suspicion that the route taken was altered from the original route planned when I booked my transport. She stated that the health certificate would not be returned.
I wrote back requesting the health certificate and forwarded the email from the USDA assuring that the health certificate should stay with the animal being transported. Jill wrote back this time. Jill was simply unapologetic and blankly refuted the information provided by the USDA agent. She refused to return the original document I purchased and offered to send me a copy. Fine.
In recap, they are a business and seem to be motivated by the same that motivates a majority of the businesses these days- MONEY. They changed my pet's route to include more stops and more opportunities to make money at the detriment of my pet's comfort. The trip took 125-200% the time advertised and contractually agreed upon. Their communication skills are lacking. Had they informed me or the receiving party that bad weather was slowing them down, we would have been expecting the prolonged travel time and at least aware of the issue.
At no point did I express an interest in a refund. I will not use Precious Pet Transportation Services again nor will I recommend their services.